89. Which of the following is NOT a personal barrier to communication?A. A small vocabularyB. Obsolete technologyC. Lack of credibilityD. Different frame of referenceE. Large ego

b

90. Andrew was so mad that his boss Beth brought up an idea he gave her earlier that he couldn't even thinkabout what his colleagues were now saying in the meeting. This is an example of which personal barrierto communication?A. Tendency to judge others' messagesB. Variable skills in communicating effectivelyC. Oversized egoD. Inability to listen with understandingE. Variation in interpreting information

92. Which of the following is NOT a way in which nonverbal communication is expressed?A. Writing a thank you noteB. Making someone wait an hour in the lobbyC. Looking away while talking to someoneD. GrimacingE. Touching someone's shoulder

94. Which of the following is a "don't" when attempting to improve communication?A. Occasionally nod in agreementB. Lean toward the speakerC. Speak in a quiet, reassuring toneD. Smile and show animationE. Close your eyes

e

95. Which of the following is a "do" when attempting to improve communication?A. Close your eyesB. SmileC. Look away from the speakerD. Speak very slowlyE. Turn away from the speaker

b

96. Compared to women, men tend toA. give more tactful feedback.B. indicate their uncertainties.C. be indirect when admitting fault.D. pay more compliments.E. make more apologies

c

97. According to Deborah Tannen, men are more likely than women toA. pay more compliments.B. temper criticism with praise.C. ask more questions.D. apologize frequently.E. boast about achievements.

e

98. Ginger, a marketing manager, uses a sports car metaphor to explain a concept to her male counterpart inaccounting. She is said to beA. emasculating.B. wordsmithing.C. genderflexing.D. miscommunicating.E. ingratiating

c

99. Channels of communications that follow the chain of command and are considered as official aretermedA. formal.B. prescribed.C. vertical.D. horizontal.E. external.

a

100.Which of the following indicates how official communications should be routed?A. GrapevineB. Organization chartC. Lateral networksD. Corporate cultureE. Personnel files

b

101.A manager who is directing her subordinate about work tasks is communicatingA. vertically.B. horizontally.C. externally.D. through the grapevine.E. informally

a

102.The more management levels through which a message passesA. the more important the message is.B. the higher the chance the message will become external.C. the more informal the organization.D. the more distorted the message may become.E. the more disorganized the organization

104.Kyung, a marketing manager, shares some of the market research his department has analyzed with theresearch and development group. Kyung is communicatingA. by wandering around.B. upward.C. horizontally.D. through the grapevine.E. externally.

c

105.Shortly after the end of the fiscal year, Zion Specialties released an earnings report to shareholders. Thisis an example of communicatingA. vertically.B. upward.C. horizontally.D. downward.E. externally.

107.Gossip and rumor in an organization are part of the ______, which itself is a type of ______communication channel.A. organization chart; horizontalB. culture; horizontalC. organization chart; informalD. grapevine; horizontalE. grapevine; informal

e

108.The grapevine isA. a horizontal communication channel.B. almost wholly inaccurate.C. slower than formal channels.D. used by employees to acquire most of their on-the-job information.E. a morale enhancer

d

109.A manager who literally wanders around her organization and talks with people across all lines ofauthority is doingA. COO.B. MBWA.C. MBO.D. TQM.E. JIT

b

110.Which of the following is NOT characteristic of the Millennial generation?A. Desire to accept facts and authority at face valueB. Desire to experience new and different thingsC. Desire to have personalized products and choiceD. Desire to keep things moving and interestingE. Desire to have instant feedback

a

111.Using video and audio links along with computers to allow people at different locations to see, hear, andtalk with each other is calledA. telecommuting.B. collaborative computing.C. videoconferencing.D. telecollaborating.E. using the extranet.

c

112.Which of the following is true of telecommuting?A. Increased capital costsB. Attractive to people with high social needsC. Makes recruiting more difficultD. Increased turnoverE. Increased ability to hire nontraditional workers, such as prisoner inmates

115.When thieves use your name and good credit rating to get cash or buy things, it is known asA. personal data theft.B. credit mishandling.C. identity theft.D. credit exploitation.E. misuse of standing.

c

116.Which of the following is NOT a disadvantage of e-mail?A. The sheer number that must be handled by the average workerB. Decrease in other forms of communication, like greetingsC. Emotions are often poorly communicatedD. Considered rude to use in crowded placesE. The greater the use of email, the less connected coworkers feel

118.Generally, people comprehend about ______ of a typical verbal message.A. 5%B. a thirdC. halfD. two thirdsE. all

b

119.The average speaker communicates about ______ as many words as the average listener can process.A. one fourthB. halfC. aboutD. twiceE. four times

a

120.What do good listeners do during the information gap between what someone says and how fast weprocess?A. DaydreamB. Decide what they will say nextC. Think about other thingsD. Mentally summarize what's been saidE. Make a convincing argument against what is being said

d

121.Which of the following is NOT a suggestion that may help you be a good listener?A. Memorize the detailsB. Ask questionsC. Summarize remarksD. Judge content, not deliveryE. Give a fair hearing

a

122.Speed reading works well for material that isA. jargon-laden.B. unfamiliar.C. easy.D. dense.E. complicated.

c

123.Top-down reading strategies include which of the following?A. Read everything you can that is related to your industry.B. Formulate specific questions you want the reading to answer.C. Summarize findings for your subordinates.D. Get deeply into the details, where the meat of most writing is.E. Test yourself on what you've read.

b

124.If you want your writing to establish a common ground with the reader and make your overall argumentstronger, you should order your arguments fromA. negative to positive.B. most important to least important.C. least controversial to most controversial.D. least important to most important.E. positive to negative

a

125.When you want your reader to take a logical and fairly nonpolitical action, you should order ideas in yourwriting fromA. least controversial to most controversial.B. least important to most important.C. negative to positive.D. positive to negative.E. most important to least important.

e

126.Carter wants to change the CEO's mind about seeking an outside firm to which they could outsource thecustomer service function. He decides to write a proposal, including a variety of arguments to support hisidea. Here, Carter should order his ideas fromA. most important to least important.B. least controversial to most controversial.C. negative to positive.D. positive to negative.E. least important to most important.

b

127.Which of the following is a tip for writing more effectively?A. Use passive voice.B. Construct interesting, complex sentences.C. Don't use italics or bolding in business writing.D. Start by telling what you expect of the reader.E. Use narrow margins.

d

128.A study conducted by AT&T and Stanford University found that the top predictor of success andprofessional upward mobility wasA. intelligence.B. writing ability.C. integrity.D. interpersonal skills.E. public speaking ability.

e

129.The introduction to a business speech shouldA. contain at least one joke.B. get right to the point.C. contain a phrase like, "I'm honored to be here."D. contain significant details of the presentation.E. contain an unrelated story to catch the interest of the audience.

b

130.Which of the following is NOT appropriate to include in the conclusion of a speech?A. A signal phrase to cue listeners about the wind-upB. Details you forgot from earlierC. A call to actionD. "Thank you"E. A little upbeat story